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Reservations Agent

Mama Shelter Belgrade | Uzun Mirkova 3, Beograd 11000, Serbia


Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

As a Reservations Agent and ambassador of the Mama brand, while representing the Company, you are expected to embody the Mama Spirit. Being genuine, kind, considerate, courteous, thoughtful, positive and respectful to all Mama Family Members, guests, vendors, contractors and anyone on the Mama Shelter premise is essential to you performing your position here at Mama Shelter satisfactory. This also includes being mindful of these characteristics while representing Mama Shelter at any time. Mama is like an urban kibbutz, providing our guests with a fun, friendly, personal human experience and Family with an exciting, enjoyable place to work and your attitude is vital to Mama’s success.


Objective: The Reservations Agent is responsible for handling reservations and handling guest inquiries.

The Reservations Agent reports directly to the Reservations and Revenue Manager.

Essential Duties and Responsibilities:

Manages all individual reservations in accordance with defined quality standards

Responds to and resolves guest inquiries and cancellations

Monitors and updates occupancy, rates, and pricing to maximize revenue per room

Answers questions and provides information about all hotel facilities

Prepares invoices and does billing

Assists in resolving pricing and billing issues and discrepancies

Maintains all necessary records from the scope of work

Maintains hotel records with the aim of making each client profile in the system unique

Providing the best services respecting both the demands of the clients and the demands to increase the revenue

Adequate internal transfer of relevant information (work schedule, meetings, email notifications about activities and plans)


Related hotel reservations experience.

High school diploma / College preferred.

Good computer skills.

Experience with using Opera PMS is an advantage.

Well-developed problem solving skills.

Must possess excellent oral and written communication skills.

Ability to anticipate needs and wants of guests while balancing business needs of the Company.

Ability to work under pressure, prioritize tasks.

Passionate and creative.

Team Player.

* these questions are a must